Email which was sent is not seen in Activity

Abdul · Tuesday

We have updated our instance to Zurich we were doing sanity checks and we found out that the email which were sent to the users are not appearing in Activities . We upgraded our sub prod instances.

Can anyone help with this.

Thanks

M Iftikhar · Tuesday

Hi @Abdul,

If emails are not showing in the Activity Stream, it’s usually due to one of the following:

Activity Stream Filter Settings: Ensure that the "Email - autogenerated" or "Email - correspondence" filters are enabled. You can adjust this by clicking the funnel icon in the activity stream and selecting the appropriate checkboxes. If they aren’t visible, configure the available fields.
Email Processing Status: In non-production environments, email sending might be disabled (glide.email.smtp.active set to false). Check the System Logs > Email table. If the email is in a "Send-ready" state, manually update its status to "Sent" in the sys_email table or automate this with a business rule.
User Role Permissions: Ensure that the user role has permission to view emails in the activity stream. Check the glide.ui.activity.email_roles system property and confirm the relevant roles are included.

If my response helped, please mark it as the accepted solution so others can benefit as well.

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.

View solution in original post

Abdul · Tuesday

i checked it is still the same

Dr Atul G- LNG · Tuesday

Don’t take me wrong, but you accepted the answer without checking the solution, mate. @Abdul

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Ankur Bawiskar · Tuesday

@Abdul

was this working fine previously before upgrade?

Did you compare your current Zurich instance with some other instance which is not on Zurich?

How is the behavior with admin?

Did you check "Emails - Autogenerated" and "Emails - Correspondence"is added in Activity Log?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader